How do you measure and analyze your ENPS performance and productivity?

2 Calculate and segment your ENPS score

The second step in measuring and analyzing your ENPS performance and productivity is to calculate and segment your ENPS score. This score is based on a single question: How likely are you to recommend this company as a place to work to a friend or colleague? Respondents rate their answer on a scale of 0 to 10, with 0 being extremely unlikely and 10 being extremely likely. They are then categorized into three groups: Promoters (those who rate 9 or 10; loyal, enthusiastic, and advocates of the company), Passives (those who rate 7 or 8; satisfied, but not engaged, and may switch to another employer if offered a better opportunity), and Detractors (those who rate 6 or lower; unhappy, dissatisfied, and may spread negative word-of-mouth about the company). The ENPS score is calculated by subtracting the percentage of detractors from the percentage of promoters, with a result ranging from -100 to 100. A higher score indicates a higher level of employee loyalty and satisfaction; for example, if 50% are promoters, 30% are passives, and 20% are detractors, then the ENPS score is 30. Additionally, you can segment the ENPS score by different criteria such as department, team, role, tenure, location, gender, age, or any other relevant factor. This can help identify the strengths and weaknesses of your organization as well as the drivers and barriers of employee engagement and retention.

3 Analyze and act on your ENPS feedback

The third step to measuring and analyzing your ENPS performance and productivity is to analyze and act on your ENPS feedback. The ENPS score is a useful indicator, but it does not tell you the whole story. You also need to collect and analyze the qualitative feedback that your employees provide along with their ratings. This can help you understand the reasons behind their scores, as well as their expectations, needs, and suggestions.

You can use various tools and techniques to analyze your ENPS feedback, such as text analysis, sentiment analysis, word clouds, or thematic coding. The goal is to identify the main themes, patterns, and insights that emerge from your employees' comments. You can also compare and contrast the feedback from different segments, such as promoters, passives, and detractors, or different groups, such as departments, teams, or roles.

Once you have analyzed your ENPS feedback, you need to act on it. You need to communicate the results and the actions that you will take to address the feedback to your employees. You also need to implement the actions and monitor their impact on your ENPS score and feedback. You can use your ENPS data as a benchmark and a guide to improve your employee experience, engagement, and retention.